Rosselkhozbank and AMT-Group have created a contact center for servicing legal entities on the Cisco platform

2021: Create a dedicated contact center for legal entities

On June 2, 2021, Rosselkhozbank and AMT-Group announced the successful completion of the project to create a dedicated contact center for legal entities based on the Cisco technology platform.

The creation of a dedicated contact center made it possible to optimize client service for entrepreneurs in terms of hotline availability, correct routing of calls, launching digital communication channels, conducting automated customer surveys and targeted sales campaigns. Due to the integration of the platform with the corporate CRM system Siebel bank , it was able to preserve the history of communications with each client and analyze the topics of their appeals for the subsequent improvement of products and services for entrepreneurs.

The flexibility of system settings provides a quick response to customer calls and a fast response to incoming online requests. So, for example, the average response time to incoming calls is now no more than 30 seconds, the client's waiting time for a call back on the application left on the bank's website is only 5-10 minutes, AMT-Group noted.

The Cisco Packaged Contact Center Enterprise (Cisco PCCE) appliance was chosen as the basis for building the IT infrastructure, which provides 24-hour uninterrupted operation when servicing voice calls, as well as the Cisco Enterprise Chat and Email package included with Cisco PCCE, which provides digital channels (chat, email).

When deploying the contact center, the bank's corporate telephony network built on Cisco Unified Communications Manager was functionally expanded, and integration with the existing Eleveo call recording system (Zoom Int.) was configured. to which you have added operator screen recording and quality control functions.

"The launch of a dedicated contact center for entrepreneurs is an important step to improve the quality of service for our customers. Our immediate plans are to transfer remote service in the contact center to a full-fledged virtual office, in which the client will be able to open an account or resolve his issues in a channel convenient for him without visiting the bank's office in person, "said Ekaterina Orlova, Deputy Chairman of the Management Board, head of the corporate unit of JSC Rosselkhozbank.

"Using as a basis for building a contact center a solution from our strategic partner Cisco Systems, which has already proven itself many times in many projects for customers of this level, allowed us not only to meet the current needs of the bank, but also to prepare the basis for the implementation of further plans for integration with various information systems of the bank," added Vladimir Leonov, technical director of AMT-Group.